One of the worst customer service blunders I've seen. I gave them multiple opportunities to turn this experience around but you should be warned.
Do not use this enterprise location.
Balled tires, greasy windshield, blown speakers, and agents that avoid your calls.
We reserved our car for a road trip to Asheville NC from Charlottesville. I picked up the car after about an hour of speaking with the desk agent about which insurance option to use(he recommended me to use the costco site where I had originally booked to add on insurance, no such thing). Finally get to the bill and its higher than the online quote due to the daily insurance, I knew that, but its even higher because they charge you tax on the insurance. Almost $30 in "tax" for adding insurance to the car. I complained but was told that is the airport's fault for charging such high fees.
I get into the car. I looked for anything wrong on the outside, but with insurance, does it really matter? I pull out and get less than 500 feet out of the airport and the Service Engine light comes on. I turn around and go back to the counter to tell them I'm going on a long road trip and want to be sure the car is safe. They assure me that its fine and the tech forgot to reset.
He then told me if it bothered me that I could look up how to reset it. Not my job and when I'm paying $380 for 3 days, I expect a turn key product.
I get back into the car and head home to pack the car. My girlfriend notices the interior is dirty and asks if it was the only car left.(It was not, I had the choice between a Corolla and the Nissan Sentra. We plug in our Iphone cord and the sound coming from the front right speaker was atrocious. Someone had obviously been blasting deep base and ruptured the speaker. All the way on the other side of town now, I head over to the Pantops Enterprise to see if we can swap our before getting on the road, now 1.5 hours behind schedule.
They were short and simply said it is a different system and they only had a truck available.
We call the Airport location and explain that the car is a lemon. Their suggestion was that we go to another enterprise. "They're pretty much everywhere" is what he said. We were ready to start our 5.5 hour drive, but did not expect to have to add in a new detour. Also, there are plenty of Enterprises, but not that many that are open at 6:30pm on a weekday. Only airports. With that knowledge that we were dissatisfied, we recived no follow up, no prompt to help us find a enterprise along the way that he could give advance warning to that we were coming so that our delay wouldn't be as great.
Every time I turned on the car I received a message that the front safety sensor wasn't working because of an obstruction.
Paranoid that the car would be unsafe, I poke my head around the car a bit more. The inspection was less than 30 days away and none the tires would have passed.
We made it safely and as I pulled into the lot I reached in the glovebox to grab my receipt to tell them of the issues, I found a bag of fast food trash from the previous renter.
To put the cherry on the cake, when we returned to the counter and the attendant asked how it went, I told him the whole story. Instead of ensuring that the manager would contact me or making any effort to alleviate the situation, he told me to call Tim.
First call no answer
Second call- Tim's not here can I take a message
I received a call from independent survey about my experience, I tell them. They ask when a representative can call back, I tell them Monday-Friday.
I received a call from Tim and a voicemail asking me to tell him what happened.
Third Call Saturday Evening- No Answer
Fourth Call Monday Morning 9:45am- No Answer, repeat my effort
Firth Call Monday Afternoon 3pm- No answer
Sixth call Friday Morning. No answer
Tim, you have my information. read more
